Super-Agent Services

Engineer Intelligent Call Flows

Our licensed software allows call engineers to make use of the available data like customer records, AHT, call waiting time, etc. to create dynamic call flows suggesting what agents should do and say on a live call. For instance, the dynamic call flow can refer customer purchase history to decide which product to upsell, or whether to skip the cross-selling altogether depending on the current wait time.

Also, in case of a political fundraiser, donor's zip code can be leveraged by the Super-Agent call flow to determine the amount to be requested for donation based on the median income of their locality. Additionally, the software's text-to-speech engine can also be used to confirm confidential user details, like account balance, mailing address, credit card details, etc., ensuring that live agents get access to verified details, every single time!

Eliminate Script Discrepancies

Regular conversation with live agents may have an occasional hiccup, hampering the overall call quality. Call aided by a Super-Agent effectively eliminates all possible script variations or conversational defects as each agent uses the same words and voice on a call. Every Super-Agent assisted call is professional, free of hiccups, user-friendly, and script compliant.

Control Damages and Drive Continuous Improvement

One of the primary objectives of Super-Agent licensed software is to provide simplified tools and a user-friendly UI to run A/B tests with a random set of calls or agents, measure and determine the call-flow efficiency, control damages, and make necessary modifications to make the call flow efficient. As each call center agent uses same voice and words, the tests are completely reliable.

Call engineers can leverage the built-in reporting feature of Super-Agent to change the sales-pitch in real time and share the altered version with other agents depending on its conversion, thereby controlling damages considerably.

Reduce Costs and Call Handling Time

Less Coaching - With Super-Agent, customer care executives no longer must be coached on soft skills and compliance, but, on how to respond accurately and quickly by pressing buttons

Less Attrition - Super-agent assisted agents have better job satisfaction rates, as they are not burned out with mundane and high-rejection calls. The only requirement for agents is to be attentive and quick in response

Improve Productivity

Handling multiple calls may not feasible in all scenarios, but many customer service calls for activation, fundraising, registration, notification, survey, etc. are repetitive and predictable, and can be handled simultaneously leading to increased productivity.

Wondering how its done? Super-Agent's visual and audio features allow agents to operate each call with a single hand, using a pre-defined key and determine what and which caller is speaking and where he/she is in the current call flow. This allows agents to effectively pace their replies and respond with speed and accuracy.

Ensure Complete Data Security

Super-Agent services are PCI DSS certified, so, customers not only experience a simplified payment process and decreased AHT, but are also ensured about their credit card security – no chance of frauds & chargebacks.